topic Re: Cant log into self serve help in Get Support

Cant log into self serve help

pinguinz — Wed, 05 Jan 2022 15:33:31 GMT

Im trying to login into my self serve and that said that my acount was desactivated and I cant reset my password an error message said that the acount was desactivated . I need to pay my bill by tonight.

Re: Cant log into self serve help

JoyLuck — Mon, 27 Apr 2020 23:56:16 GMT

@pinguinz wrote:
Im trying to login into my self serve and that said that my acount was desactivated and I cant reset my password an error message said that the acount was desactivated . I need to pay my bill by tonight.

Contact a moderator for assistance.

Please use the chatbot SIMon to help you solve your issue. If SIMon cannot solve your issue then you have the option to contact a moderator.

Step 1: Choose the ? button at the right bottom corner of this page or choose “Get Help” at the top of the page and then choose the “Chat with SIMon” button.

Step 2: Tell SIMon what the issue is and see if he can find a solution for you.

Step 3: If Simon cannot find a solution then type in “moderator” to connect to a Public Mobile customer service representative.

Step 4: Simon will present you with two choices. Choose “Account-specific question”

Step 5 Then choose “No, I want a human”

Step 6 Create your ticket

Check the sent folder to make sure your ticket was sent (envelope icon, top right) and the inbox for a reply from the moderators.

“To ensure the safety of our team members during the COVID-19 pandemic, our Moderator team is working at reduced levels. During this time, you may experience longer than normal wait times when contacting our Moderator team for help.”

Moderators are available:

Monday to Friday from 8 AM to midnight Eastern time.

Saturday and Sunday from 8 AM to 10 PM Eastern time.

Re: Cant log into self serve help

gblackma — Mon, 27 Apr 2020 23:57:57 GMT

@pinguinz when we the last time you logged into your account? And was it inactive for more than 90 days. Thanks. Stay safe.

Re: Cant log into self serve help

geopublic — Mon, 27 Apr 2020 23:57:16 GMT

@pinguinz You can always use the IVR system by dialing *611 from your phone.

Re: Cant log into self serve help

dabr — Tue, 28 Apr 2020 00:03:28 GMT

@pinguinz How long has it been since you last paid? If it's more 120 days since last payment, or 90 days since suspension, then you account and number is lost and you will need a new SIM and a different email to acitivate a new account with a new number with PM.

Re: Cant log into self serve help

pinguinz — Tue, 28 Apr 2020 00:03:40 GMT

My line is active I log last mount when I pay my bill 3 years with public I already filll the ticket . thank you

Re: Cant log into self serve help

dabr — Tue, 28 Apr 2020 00:06:13 GMT

@pinguinz Have you tried paying by dialling 611 as suggested? You can pay using a voucher or CC if you have one registered via 611.

Re: Cant log into self serve help

gblackma — Tue, 28 Apr 2020 00:23:37 GMT

@pinguinz here's a link on how to use 611 https://productioncommunity.publicmobile.ca/t5/Self-Serve/611-IVR-Menu-System/m-p/289352/highlight/true#M20315

Using 611 to make your payment
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

Re: Cant log into self serve help

dabr — Tue, 28 Apr 2020 00:14:14 GMT

@gblackma Is the 4 digit PIN required to make an account payment using 611? I thought that was only necessary if purchasing add-ons. I haven't personally used 611 to make a payment, so I could be mistaken.

Re: Cant log into self serve help

pinguinz — Tue, 28 Apr 2020 00:18:12 GMT

The mod responsse was quick but I forgot my pin ? He need it to make something where can I find my pin ? Yeah I need go buy a vouch my line will be cut tonight..

Re: Cant log into self serve help

pinguinz — Tue, 28 Apr 2020 00:19:33 GMT

Good question im fu** if I need pin I dont have it

Re: Cant log into self serve help

gblackma — Tue, 28 Apr 2020 00:32:11 GMT

Thanks @dabr it seems to not be a requirement to make a payment. I got up to put an amount in . Will change that.Stay safe.

Edit you definitely don't need a pin to make a payment. It just allowed me to add $20 with my attached credit card. I really think that this is security risk. Since if your phone is stolen. It seems that someone can add up to $150 per time via your attached credit card through 611 with no pin required. I don't even know if there is a limit to the amount of times that it could be done.

Re: Cant log into self serve help

dabr — Tue, 28 Apr 2020 00:23:58 GMT

@pinguinz You don't need a PIN to make a payment, you can use online services like recharge.com, ding.com or xoom.com to purchase your voucher, but they charge a small fee for the convenience.

Re: Cant log into self serve help

JoyLuck — Tue, 28 Apr 2020 00:28:05 GMT

@pinguinz wrote:
Good question im fu** if I need pin I dont have it

If you do not use online services as suggested by @dabr you can purchase vouchers here but call them first.

Re: Cant log into self serve help

pinguinz — Tue, 28 Apr 2020 00:33:03 GMT

I need a pin to give to the mod that have already respons me and I dont have it. I need my self serve back I understand the point of making payment whit a voucher and that the only option now cause my line will be dead tonight so .

Re: Cant log into self serve help

gblackma — Tue, 28 Apr 2020 00:35:07 GMT

@pinguinz if there is an attached credit card,you can use 611 to make the payment without a pin.

Re: Cant log into self serve help

gpixel — Tue, 28 Apr 2020 00:38:20 GMT

@gblackma he needs his account pin # and he doesn't know it

Re: Cant log into self serve help

pinguinz — Tue, 28 Apr 2020 00:39:04 GMT

No attached cc mod try to solved the prob live . tank to comunoty for helping 🙂

Re: Cant log into self serve help

dabr — Tue, 28 Apr 2020 00:49:11 GMT

@pinguinz wrote:
I need a pin to give to the mod that have already respons me and I dont have it. I need my self serve back I understand the point of making payment whit a voucher and that the only option now cause my line will be dead tonight so .

@pinguinz Usually if you don't know your PIN, the moderators will ask for 3 other questions that will verify that you are the rightful account owner. Did they not ask you to verify other account information?

Edit: Just located the toolbar expansion/quote function. Seems to be a in different place from before!

Re: Cant log into self serve help

pinguinz — Tue, 28 Apr 2020 00:46:33 GMT

Yes they ask back hope that ill give the right date and amount paid last time ! I dont have acces to the self serve! At least im sure of the mail. . j